The Client Success Manager (Senior CSM – Enterprise) is a critical, client-facing role responsible for the care of a named portfolio of accounts. Using a variety of treatment models, a CSM will drive adoption, increase satisfaction, mitigate risk, and identify opportunities for expansion. A CSM will use strategic recommendations to drive value in our partnership and help our clients achieve their desired business outcomes.
This role is vital in ensuring we forge ongoing and strategic relationships with our clients. You will work across all of our commerce solutions with some of the world’s leading brands and retailers in a fast-paced, high-growth environment.
**Austin based candidates preferred but remote US based candidates will be considered
Key Responsibilities
- Advise clients on strategies to maximize the value of their Bazaarvoice products and solutions by incorporating user-generated content into online and offline operations including marketing, merchandising, customer service, product development, and distribution relationships.
- Observe and track trends across portfolio to develop best practices
- Deliver quarterly business reviews to executive buyers and senior stakeholders
- Execute high-value activities and manage client lifecycle across a significant portfolio using productivity tools (Salesforce, Gainsight, Matik, etc)
- Discover and influence client’s internal metrics for success working with Bazaarvoice, and ensure the client knows how to achieve and measure those results
- Help key stakeholders understand the value they are receiving from Bazaarvoice
- Manage client health by identifying, documenting and working with cross-functional team members to mitigate risk and develop successful client outcomes
- Promote new feature adoption to enhance client satisfaction and program performance
Required Skills and Experience:
- 5+ years in an entry level account management or client-facing role
- Skillful in time management, organizational systems, and prioritization
- Skillful at presenting to executive and senior stakeholders
- Sufficient in meeting deadlines and expectations with minimal supervision
- Intermediate experience with Microsoft Office and Google suites
- Confident and solid written and verbal communication
- Comfortable communicating across multiple methods with both known and unknown points of contact
- Curious mindset and strong desire to learn
Skills and Experience that would be great to have but not required:
- Experience with organic and paid social a plus, but not required
- Experience with influencer marketing a plus, but not required
- Experience with Gainsight a plus, but not required
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